Jr. Computer User Support Specialist

Responsibilities:

• Respond immediately to users requesting assistance by telephone or email, and record and validate customer's contact information.
• Ensure technical problems are clearly defined with a precise description of the problem being encountered; technical terms spelled out, so they can be easily understood by either functional/technical analysts or business process owners who may be called upon to investigate the problem.
• Provide password resets.
• Perform initial system diagnosis and resolution or reassign to appropriate Salesforce queue for resolution.
• Track Salesforce tickets to resolution and notifying user when resolved.
• Record problem resolution and receive confirmation from customer of resolution.
• Supporting the customer with data analysis regarding trends and possible enhancements gathered through standard help desk call operations.
• Provide continuous improvement and enhancements to the customer’s technical support process.
• Employees will be responsible to create a suitable work environment in their home or other secure area for work purposes.

• High School Diploma
• ITIL 4 Certification Desired
• 0 to 4 years
• Detail Oriented
• Ability to accurately follow procedures and instruction
• Help Desk Operations: performing Call Tracking, Documentation, and Service Requests
• Internet Explorer: Deep familiarity with Active X Control, Browser Connectivity Settings, Metro and Desktop Browsers, Privacy Settings, Security Zones
• Microsoft Office: Creating File Security, Read Only / Files from untrusted location, Troubleshooting Outlook Problems

PCI Federal Services (PCIFS) is an equal-opportunity employer. PCIFS does not discriminate on the basis of age, sex, race, national origin, religion, marital status, sexual orientation or identity, Veterans or Disability status.

Preference may be extended to qualified Native American Indian candidates

in accordance with applicable federal law.